IDEAS home Printed from https://ideas.repec.org/h/spr/prochp/978-3-031-36698-7_4.html
   My bibliography  Save this book chapter

A Sustainable Human-Smart Service Product Interaction: Tackling User Attrition and eWaste for the Triple Bottom Line

In: Smart Services Summit

Author

Listed:
  • Cecilia Lee

    (Royal College of Art)

  • Atul Gupta

    (Sun Life)

  • Utpal Mangla

    (IBM)

Abstract

This paper takes a design research approach to explore the challenge of user attrition in the consumer wearables sector and its impact on eWaste which is a growing concern for many countries. Previous research demonstrated the lack of value-in-use realised by users as the key driver of user attrition. The abandoned smart service products then become the source of mounting eWaste which creates environmental pollution and puts human health at risk. This study hypothesises that a sustainable interaction between user and consumer wearables will reduce the user attrition rate, which will, as a result, decrease the amount of eWaste. This hypothesis is examined through three case studies that showcase the past, the present, and the future of the consumer wearables sector. The study contributions are as follows. First, it takes a zoom-in and a zoom-out approach to understand how the challenge of user attrition at the micro-level leads to the challenge of environmental sustainability at the macro-level. Secondly, this study introduces how the design research community uses case studies as a method in design research to the non-design research community. Lastly, three propositions introduced in this research could inform the foundation of a sustainable human-smart service product interaction framework.

Suggested Citation

  • Cecilia Lee & Atul Gupta & Utpal Mangla, 2023. "A Sustainable Human-Smart Service Product Interaction: Tackling User Attrition and eWaste for the Triple Bottom Line," Progress in IS, in: Jürg Meierhofer & Shaun West & Thierry Buecheler (ed.), Smart Services Summit, pages 31-39, Springer.
    • Handle: RePEc:spr:prochp:978-3-031-36698-7_4
    DOI: 10.1007/978-3-031-36698-7_4
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:prochp:978-3-031-36698-7_4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.